Quality Assurance

 
   

Are the hotel’s operational standards being complied with?

 

 

 

Regal Hospitality Group’s Quality Assurance Evaluation program is designed to answer the following questions for the hotel management team.

 

Regal Hospitality Group’s Quality Assurance Evaluation program is designed to answer the following questions for the hotel management team.

  1. How are our associates really treating the hotel guests?

  2. Are the hotel’s operational standards being complied with?

  3. Are the associates following our company policies?

 

Knowing the answers to these questions is critical for hotel management team because it determines the real level of quality and service that your hotel guests are experiencing which is a direct reflection of customer loyalty.

 

 

Customized Program Design

 

Once you are on board as a client, Regal Hospitality Group assigns you an account manager who is responsible for designing a visitation program for your hotel or resort that incorporates the unique operational standards of your hotel brand as well as AAA star and Mobil diamond criteria and is based on your specific goals and needs.  We in essence partner with your management team to implement and monitor the quality assurance services chosen.

 

 

The Visitation

 

Are my associates following our company policies?

Once we have the program in place our highly trained and experienced consultants conduct anonymous visitations to your hotel anywhere from 4 to 12 times per year depending on your needs.  The consultants will evaluate areas of customer service throughout their stay and will conduct guest interaction with hotel departments such as Valet Service, Front desk operations, Bell Service, PBX Service, Housekeeping, and Engineering Services as well as Concierge or Guest Services.  The consultant will also conduct visitations within the food and beverage outlets of the hotel and will assess the quality, cleanliness, service, and integrity of the staff and facility.

 

The consultant will prepare and complete a written report that is formatted for benchmarking purposes.  The report will include a series of checklists, which are built from the prescribed operational and industry standards.  Each area is coupled with explanations and a narrative of events that occurred during interactions with the hotel associates..

 

The Report

 

 

The detailed report will be available for your viewing approximately 2 business days after the consultant has departed the hotel.

 

The report will be accessed through our state of the art web based online application system. How are my hotel guests really being treated by my associates? This system manages information workflow between customers and our main office and ensures timely and accurate reporting information is delivered in a quality fashion – every time.  This data retrieval system also stores all past reporting and allows statistical analysis to be implemented within all departments and for all areas of scoring.

 

Follow Up

 

The consultant who conducted the Quality Assurance Audit will contact you after their departure to notify you of the completed evaluation and your account manager will be available for conferencing at any time after you review the report findings.